Over two months to fix a cracked screen??

My HP Spectre laptop got stepped on over the holidays and the LCD display got cracked, so I brought it in to Geek Squad to be fixed under warranty. It has turned into a disaster. My computer is now on it's fourth round of repairs at the service center in Kentucky. Best Buy has had my laptop for 51 of the last 65 days, and it currently has a larger crack in the screen than the one I gave it to them with!

Can anyone tell me what my options are to get in touch with a real human who can do something to fix this? It's at the repair center now but I have exactly zero confidence that the next time I go to pick it up it's going to be in working order. Full repair history is below.

Thank you,

- Kait

Computer Service History

Issue

Stepped on laptop, cracking the LCD display

Repair #1 – DAYS WITH BEST BUY: 9

Dropped off: January 6th

Repairs performed: Shipped to service center. LCD display replaced.

Received: January 15th

Issue

Computer does not recognize tablet or tent mode. Attempted to adjust settings and reinstall drivers but could not fix issue.

After bringing the computer home, after a few minutes of use, the screen would start flickering, develop pink stripes, turn gray, or turn black.

Repair #3 – DAYS WITH BEST BUY: 28

Dropped off: February 8th

Repairs performed: In-store agent suspected a motherboard issue.

Shipped to service center. Unspecified part(s) replaced.

Received: March 8th

Issue

Computer was opened during pick-up appointment and found to have a large crack across the screen. In-store agent indicated it was likely damaged in shipping. Left computer with Best Buy to be sent back to service center for screen repair.

Repair #4 – DAYS WITH BEST BUY: 4 and counting…

Dropped off: March 8th

Repairs performed: Shipped to service center. LCD display to be replaced.

Re: Over two months to fix a cracked screen??

Welcome to the Best Buy Support Online Forum Community! I’m sorry to hear that your laptop repair experience isn’t going as planned. I understand that can be truly frustrating that it wasn’t repaired correctly the first time, and it’s been out for repair more than it’s been in your possesion. I’d be happy to see how we might able to help you further.

Using the details you had registered with here on our forum community I was able to locate your current repair. While reviewing your repair I can see that it’s moved into a repaired status. Once your laptop is sent back to your local Best Buy after functionality testing is done you’d receive a call to pick up your unit. At this time per the terms you agreed to at the time of purchase waiting for your repair is the best option. If the unit is still not repaired once it’s received back other options may be available to assist you. I’d be happy to keep an eye on your repair, and let you know once it’s been shipped back to the store.

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate Give Kudos if you like this post or Accept as Solution if it answers your query!

Re: Over two months to fix a cracked screen??

While taking a peek into your repair today I noticed it was shipped. I’ve sent you a private message with the tracking number. You’re welcome to check your private messages by ensuring you’re logged into your forum profile, and selecting the orange envelope in the top right hand corner.

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate Give Kudos if you like this post or Accept as Solution if it answers your query!

Re: Over two months to fix a cracked screen??

Thank you for your response. I received my computer back today and it still is not properly repaired. I now have the same issue as when it was reformatted and returned to the repair center for trip #2 -- the computer does not recognize screen rotation or tablet mode, despite all settings being configured to allow it. When this happened the first time, the tech determined that it must be hardware damage since none of the driver updates or settings could fix it.

One of the customer service representatives I spoke to on the phone before the third repair said that if Geek Squad has to send a device back three times for the same issue and it's still not repaired, they will replace it. Is that an option for me at this point? I cannot send my computer back for a FIFTH trip to Kentucky.

Re: Over two months to fix a cracked screen??

Thanks for following up with me regarding your repair! I’m sorry to hear that your Alienware laptop is still not working as it should. I understand that can be frustrating. I’d be happy to discuss the option for deeming your unit a lemon.

The Geek Squad Protection Plan which you agreed to at the time of purchase shares your computer may be deemed a lemon if the following criteria is met:

No Lemon Benefit. After two covered hardware repairs concerning the same defect have been attempted or completed on the same Covered Product during the Coverage Period (not including any renewal terms) (each, a “Qualified Repair”) and such Covered Product requires a third Qualified Repair, we will replace it with a new device of like kind and quality and of comparable performance in accordance with the terms of Section 7 below (the “No-Lemon Benefit”) and our obligations under this Plan will have been fulfilled in their entirety.

The following services are not Qualified Repairs for purposes of the No-Lemon Benefit: ADH Coverage repairs and replacements; parts and service covered under the manufacturer’s warranty or by a manufacturer’s recall; preventative maintenance; cleanings; troubleshooting and diagnosis; any technical support services in relation to computer software-related issues; virus and/or spyware damage/removal; a valid no-fault-found determination; customer education; accessory repairs/replacements (e.g., ice makers, chargers, disposable batteries).

Can you please send me a private message confirming your best phone number me? Once I have that detail I’d be happy to follow up with your local Best Buy to see if your unit can be deemed at lemon at this time. Since most of your Service Orders were to fix damage under the Accidental Damage & Handling clause a replacement may be an option at this time. You can send me a private message by choosing the blue “Private Message” button next to my name at the bottom.

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate Give Kudos if you like this post or Accept as Solution if it answers your query!